Technical Support AMER
Technical Services has over 500 team members in offices spanning the entire globe. The team operates out of 16 locations including offices in New York City, Toronto, Austin, Palo Alto, Vancouver, Sydney, Gurgaon (India), Tel Aviv, and Dublin. Outstanding customer satisfaction is achieved utilizing a 24x7x365 ‘follow-the-sun’ support model with regional teams covering the Americas, EMEA, and APAC regions.
We have an incredible opportunity for a transformational individual to join the MongoDB Technical Services organization, leading a regional team of MongoDB Support Engineers. Individuals in this team are experts in addressing issues related to MongoDB’s ‘core’ database and the Atlas cloud managed platform that enable successful customer implementations at scale.
We are looking to speak to candidates who are based in Palo Alto as this role will require working in office 3 or more days a week.
Candidate Profile
Required
- A minimum of five (5) years practical experience running a technical support team or organization, including experience coordinating high profile customer escalations, collaborating with other internal engineering departments, and working closely with sales teams
- Strong people management skills with a track record of building and managing individuals with a strong focus on customer experience and technical excellence
- Ability to think on your feet, remain calm under pressure, and solve problems in real-time
- Ability to lead-by-example with strong diagnostic and troubleshooting skills
- Adept at setting clear expectations for individuals to help stre